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How Electronic Arts Created a Brand Voice to Overhaul Their Customer Experience

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By: Anelia Varela , Lacy Rohre

Price: Complimentary

Overview

When a customer is unhappy, how you respond can make or break their relationship with your brand.

The Worldwide Customer Experience Team at Electronic Arts (EA) deals with some of the most passionate customers in the world: gamers. But something was going wrong in their conversations.

From tense interactions about sketchy network connections, to downright aggression when games ran into performance issues, the Customer Experience Team was battle-scarred.

In this session, you’ll hear how EA created an authentic brand voice, how they are turning the tables on those difficult customer conversations, and how they are re-energizing their team and reshaping their culture in the process. You’ll leave this session knowing how to supercharge your employee experience, boost engagement, and give your people the permission, tools, and support to be themselves while representing your brand.


Schedule

We have 1 webinar(s) available starting between 8/23/2017 - 8/23/2017

Date Location Time Attendees  
Aug 23, 2017 Online Webinar 12:00 PM - 1:00 PM ET
For assistance registering more than 4  people, please call 1-877-566-9441.

What You Will Learn

  • How to launch an internal tone of voice in three simple steps
  • Ways to use your brand values to create a voice that’s true to your brand
  • Steps to rally the troops around a new initiative and push back on the skeptics
  • Advice for proving your program’s success every step of the way

While attending this program is FREE, reservations are required.

About the Presenters

Anelia Varela is US Director of The Writer. Anelia came to New York from London to continue The Writer’s mission in life: to change organizations through the language they use. Heading up The Writer's US office, Anelia is helping brands like Unilever, Cisco, Google, and Electronic Arts realize the power of words to change how people see them, stand out from the crowd, make their customers happier, shape their culture, and even make and save money in the process. Anelia’s thoughts and words have appeared in books, newspapers, design annuals, magazines, blogs, and up the sides of Guinness bottles. She was foreman of the Writing for Design jury at the 2014 D&AD Awards and chaired the Advanced Learning Institute’s Strategic Employee Engagement conference in New York in 2015.

Lacy Rohre is Senior Manager of Content Services for Electronic Art’s Worldwide Customer Experience. She leads the team that writes online technical support for EA gamers, where they strive to cut through the jargon and use a clear voice to create accessible content. She has been working with words professionally for the last ten years, and has had a particular way with them for her entire life. She is a proud Texas native and graduated from the state’s oldest college, Southwestern University.

 

Related Seminars

For additional training on this topic, consider these AMA seminars:

AMA’s Advanced Course in Strategic Marketing
Competitor-proof your company with strategic marketing!

 
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Technical Requirements

http://event.on24.com/view/help/ehelp.htmlTo fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

  • Windows 7+ (Microsoft Edge, Latest Internet Explorer, Firefox, or Chrome)
  • Apple Mac OS 10.9+ (*Latest Firefox, Safari, or Chrome)
  • Ubuntu Linux (Firefox only)
  • Android 4.x (Chrome Browser Only)
  • Apple iOs (*Latest version, Safari Browser Only)

* Official support for the "latest" version of a newly released browser, among those noted above, will be added within 8 weeks of public release. Until then, the previous version will continue to be supported instead.

If you are using an unsupported version of a Windows, Mac, or Linux operating system, you may experience difficulty in viewing and/or listening to the event.

Test Your Computer

The audio portion of this AMA web event will be delivered directly through your computer’s speakers or attached headphones. To fully participate in this electronic, interactive, live session, please test your system and review the requirements (or ask your IT department) before the program begins:

TEST NOW

Additional Requirements:

  • Minimum bandwidth requirement is 512 kbps for meeting attendees
  • In order to access the event, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator.
  • POP-UP Blockers must be turned off to access the program.

Still need Help? Additional technical information can be found here. You can also view these tips in Spanish and French.

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing!